Special Assets Collections Team Leader

Regular or Temporary:
Regular

Language Fluency:
English (Required)

Work Shift:

1st shift (United States of America)

Hire, empower, mentor, and counsel collection teammates to create a positive team and working environment Implement and execute the collection/recovery process for assigned portfolios, including but not limited to approval of payment relief, settlements, repossession, charge off, foreclosure, attorney assignment, etc. Provide leadership, guidance, and direction of the entire process to ensure consistency and compliance with applicable laws and regulations. Manage the department to meet established loss, recovery, and/or delinquency goals/forecasts of Truist.

• Responsible for executing the collection process in a fast-paced environment. Ensure assigned accounts are worked based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept. Actively participate in the scheduling collection groups to meet the needs of the organization and peak collection times.
• Ensure teammates are negotiating with Clients according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets, and loan losses.
• Responsible for managing a Teammates career path by executing on hiring, coaching, performance ratings, and progressive discipline. Manage the day-to-day activity of attendance tracking.
• Meet established goals for portfolio delinquency, losses, and recoveries for assigned portfolios.
• Execute on call monitoring and quality reviews to ensure compliance with policies and regulations. Ensure proper escalation of any Client complaints.
• Monitor systems and/or production reports daily, monitoring performance and making recommendations for areas of improvement including. Responsible for identifying Teammates that are below agreed upon Key Performance Indicators (KPI) and coach appropriately.
• Manage Teams client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
• Communicate regularly with all leaders in Client Default Solution and other departments, as needed, to discuss status of past dues, losses, insurance issues, and repossession information, and appropriate escalation and collaborative resolution of issues identified.
• Responsible for reviewing repossessions, charge-off, and account changes (i.e. Loan modifications) according to policy guidelines within policies and procedures.
• Assist in mentoring new leaders in Client Default Solutions to help them become more proficient in their role, incorporating Truists Mission, Vision and Values and the Leadership Model.
• Support the successful implementation of strategy and system related changes.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Required Qualifications:

• Bachelors degree, or equivalent education and related training or experience
• Five years of experience in collections or equivalent supervisory experience
• Excellent verbal and written communication skills; speaking in front of large groups.
• Excellent decision-making and problem-solving skills in routine and non-routine situations.
• Excellent time management and organizational skills.
• Skilled Leadership abilities.
• Strong analytical skills.
• Ability to recommend operational and process improvements.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
• Ability to travel, occasionally overnight.

Preferred Qualifications:

• Expert knowledge of all collection policies, procedures, and processes.
• Knowledgeable of collection practices and federal/state regulations and laws (e.g. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA), Telephone Consumer Protection Act (TCPA).

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.

Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truists generous benefit plans, please visit our Benefits site.

Depending on the position and division, this job may also be eligible for Truists defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also…